Fortum goes live with Enoro CIS in Finland
June 8, 2018 – Helsinki, FINLAND – Fortum, the leading Nordic energy retailer with a presence in ten European markets, has implemented Enoro’s customer care solution for use in Finland. The solution, Enoro CIS (Customer Information System), delivers the combined CRM, customer service and billing for Fortum’s energy and district heating customers.
Fortum, signed the delivery project contract in July 2016. This was a significant project and involved product localisation for the Finnish market. Delivery of the Enoro CIS software as a service solution (SaaS) took around 20 months and was delivered according to the agreed timetable and budget.
“We are extremely proud and thankful that we achieved the agreed timetable with Enoro. The Enoro CIS – project has been a showcase on how vendor and customer can achieve exceptional results. Working co-operatively and sharing business intelligence we have achieved a significant milestone that is generally unheard of in the sector. Now we can start to utilize Enoro CIS for our marketing purposes, contract management, customer care and billing,” says Riitta Vaissalo, Development Manager in Fortum.
In the midst of the project the Enoro business was purchased by global billing and customer care leaders Hansen Technologies. Without missing a beat, the team have continued on schedule and also leveraged the global expertise of the broader Hansen family to enable a successful delivery.
John May, CEO Hansen Technologies EMEA said “The common goal was to build a solution for Fortum’s customer care by using the well-known Enoro CIS product. There are always challenging and complex requirements with a project of this size, and we are really delighted to have completed this project on time for an innovative client like Fortum”.
Looking ahead this is an exciting time for the business, as the Enoro business completes its transition into the Hansen family becoming HansenCX in the coming months. With the benchmark of this successful implementation HansenCX looks forward to assisting others complete a business transformation and deliver outstanding customer experiences.
Fortum is a leading clean-energy company that provides its customers with electricity, heating and cooling as well as smart solutions to improve resource efficiency. We want to engage our customers and society to join the change for a cleaner world. We employ some 9,000 professionals in the Nordic and Baltic countries, Russia, Poland and India. In 2017, our sales were EUR 4.5 billion. Fortum’s share is listed on Nasdaq Helsinki. www.fortum.com